Assistant Vice President of IT Service Management

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

Assistant Vice President of IT Service Management, UIS - Georgetown University. This is a senior leadership role responsible for overall vision, strategy, governance, and operational excellence of an UIS’ IT service delivery model. This role ensures that IT services are aligned with the university's needs, and are delivered efficiently, meeting or exceeding our community’s expectations. The AVP of Service Management is a key liaison between UIS and the rest of the university, focusing on building a high-performing, customer-centric culture. This role is accountable for the overall design, implementation, and management of IT Service Management (ITSM) processes, frameworks (such as ITIL), and tools to ensure high-quality, cost-effective, and user-centric IT services.

Duties Include But Are Not Limited To

• Define and articulate the strategic vision for IT Service Management, aligning it with the overall IT and University strategies.
• Drive the adoption of best practices and continuous service improvement (CSI) across the IT organization.
• Lead and manage the IT Service Management team, fostering a culture of accountability, collaboration, and high performance.
• Establish and maintain a comprehensive service catalog and service level agreements (SLAs) with business units.
• Oversee the management of IT incidents, problems, and changes to minimize service disruption and ensure timely resolution.
  
  

Work Interactions

This position has been designated as Hybrid. This role reports directly to the Chief Information Officer (CIO). The Assistant Vice President of ITSM will lead a team dedicated to service desk operations, incident management, problem management, change management, request fulfillment, knowledge management, and service level management, ensuring IT operations fully support University objectives. The position will also work closely with stakeholders across the university at all levels, influencing strategic decisions and ensuring IT services meet their needs.

Requirements And Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree (MBA or equivalent) strongly preferred.
• Experience:
• 12+ years of progressive experience in IT operations, service delivery, or IT service management, with at least 5-7 years in a senior leadership role (e.g., Director, Senior Manager, AVP) overseeing ITSM functions in a large, complex organization.
• Proven expertise in IT Service Management frameworks, particularly ITIL v3 or ITIL 4 certifications (e.g., ITIL Expert, ITIL Master) are highly desirable.
• Demonstrated experience in implementing and optimizing ITSM tools (e.g., Fresh Service, Service Cloud, ServiceNow, Jira Service Management etc).
• Strong track record of driving process improvement, automation, and organizational change within an IT environment.
• Skills:
• Exceptional leadership and people management skills, with the ability to inspire, motivate, and develop a diverse team.
• Strategic thinker with strong analytical and problem-solving abilities.
• Excellent communication, presentation, and interpersonal skills, capable of influencing stakeholders at all levels.
• Deep understanding of IT infrastructure, applications, and security principles.
• Strong customer-centric mindset with a focus on delivering high-quality user experiences.
• Ability to manage complex projects and initiatives simultaneously.
  

Work Mode Designation

This position has been designated as Hybrid. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Pay Range

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

$103,723.00 - $202,778.93

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement

GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.

Benefits

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.

Current Georgetown Employees

If you currently work at Georgetown University, please exit this website and login to GMS https://gms.georgetown.edu/ using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.

Need Assistance

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click https://ideaa.georgetown.edu/ada for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website https://georgetownworks.georgetown.edu/

EEO Statement

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf